Below are our answers to some of the more common questions asked by our customers. If you find something unclear or your question is not answered below, simply hop over to our contact page where you can get in touch with by email or a quick form.

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Products

What is the condition of the products?

We only sell brand new and unused products. Each and every item is inspected by hand before being shipped to ensure the highest quality.

How are the products packaged?

We make sure that each item is carefully packed before shipping it. Our packaging is done in 3 steps to ensure maximum safety of the product. All products ship in jewellery boxes within padded mailers, with a generous amount of packing peanuts to ensure maximum safety. All shipments are insured. If your package is damaged or does not arrive, we will send a replacement free of charge.

Where do our products ship from?

Our products ship from our warehouse in Toronto, ON in Canada.

Prices

What currency are your prices in?

All are products are priced in Canadian dollars.

Do the prices include shipping costs?

Shipping is FREE on all orders to Canada. Order to USA are charged a fixed $9.99 shipping fee to cover the higher cost of shipping to US from Canada. This cost does not cover any customs charges, duties and fees that might be added by US services.

Do the prices includes taxes? What are the taxes we charge?

The product prices shown do not include tax, so this will be added when you place your order. To see the total prices before you place your order just add whichever products you're interested in to your shopping cart, then on the checkout page you can choose where we should ship your order (Canadian province, or other country). Once you've chosen the shipping destination you'll see all shipping options, the exact shipping costs, and the order total including shipping and taxes.

Tax for deliveries within Canada

15% HST will be added to all orders that ship to Nova Scotia.

7% PST and 5% GST will be added to all orders that ship to BC.

8% PST and 5% GST will be added to all orders that ship to Manitoba.

9.975% PST and 5% GST will be added to all orders that ship to QC.

5% PST and 5% GST will be added to all orders that ship to Saskatchewan.

14% HST will be added to all orders that ship to Prince Edward Island.

5% GST will be added to all orders that ship to Alberta, Northwest Territories, Nunavut or Yukon.

13% HST will be added to all orders that ship to Ontario, New Brunswick or Newfoundland and Labrador.

Tax for deliveries to the US: There is no tax for shipments mailed outside of Canada.

We ship orders from Toronto, Ontario, Canada.

All About Ordering

How can I order products from www.crystallinejewel.com?

When you've found a product that you like you can add it to your shopping cart by clicking on the "Add To Cart" button on the product page. You can add or remove products from your shopping cart at any time.

Once you have added all products that you would like to your shopping cart then click on the "Checkout" button in your shopping cart. You can pick any of the 3 checkout options in purple.

You'll be guided through 3 easy steps where you enter all necessary information (your billing and shipping address, email address etc), choose your shipping options, and choose how you would like to pay. On the final checkout page you'll see a summary of your order so that you can easily check all details of your order, and you can also add a message to us with any special instructions for processing your order in the "comments" box. It's that easy.

How can I change or cancel my order?

Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

Do you charge sales tax?

Sales tax is charged on all orders that have a Canadian shipping address.

International orders are not charged any sales tax.

Has my order shipped?

Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.

How do I track my order?

Click the "My Account / Order Status" link at the top right hand side of our site to track your order, including any tracking numbers for shipped orders/items.

My order never arrived.

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already.

If you order displays your Tracking Numbers, you can track with the shipper to confirm that your packages were delivered. If your tracking shows that the packages have been delivered, please contact customer service for assistance.

An item is missing from my shipment.

Click the My Account / Order Status link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped.

Using the tracking numbers, check with the shipper to confirm that your packages were delivered. If tracking shows that all items have been delivered and you are missing item(s), please contact customer service for assistance.

When will my backordered item(s) arrive?

Backordered items are rare, however they do happen. If one or more items in your order have been marked as backordered, we will send you an email informing you of the approximate ship date.

Payments & Security

How can I pay for my order?

When you've found a product that you like you can add it to your shopping cart by clicking on the "Add To Cart" button on the product page. You can add or remove products from your shopping cart at any time.

Once you have added all products that you would like to your shopping cart then click on the "Checkout" button in your shopping cart. You can pick any of the 3 checkout options in purple.

You'll be guided through 3 easy steps where you enter all necessary information (your billing and shipping address, email address etc), choose your shipping options, and choose how you would like to pay. On the final checkout page you'll see a summary of your order so that you can easily check all details of your order, and you can also add a message to us with any special instructions for processing your order in the "comments" box. It's that easy.

How exactly does PayPal work?

PayPal is an easy and fast way to send money, with the added advantage that whoever is receiving the payment doesn't see any sensitive financial details like your credit card numbers.

You can instruct PayPal to charge the payment to your credit or debit card, or to withdraw it directly from your bank account. PayPal notifies us as soon as the payment is complete, and we then process your order immediately.

If you pay to PayPal using your credit or debit card then we usually receive the PayPal payment immediately. If you choose a payment method that takes longer to clear, we will ship your order as soon as payment is cleared by Paypal.

Please note that we will always ship your order to the shipping address you enter here on our website when you place an order. It makes no difference if the shipping address that you have registered with PayPal is different. However, for security reasons, we may contact you to confirm your address if requested by either Paypal or Beanstream.

You can find out more about PayPal at www.paypal.ca and about Beanstream at www.beanstream.com.

When will I be charged?

Pay using credit card at checkout: Your credit card payment method will be authorized for the payment at the time the order is placed and is charged when we ship the order. Note that the order amount is charged in full when the first shipment for your order prepares to leave our warehouse (for orders where we ship more than one parcel).

Pay by PayPal: Your payment though will be charged at time of checkout, as per PayPal payment policies.

I'm worried about entering my credit card information. Is it really safe?

We fully understand that some customers simply do not want to enter their credit card details on websites they do not know well. That's why we have chosen to accept PayPal and Beanstream credit card processing as payment providers among our payment options. PayPal and Beanstream are both global leaders in security and safety and are in compliance with multiple industry leading security and safety standards.

What if my order is changed or cancelled after my credit card has been charged?

You can change or cancel your order any time before it enters the final processing step. Up to that point, your card/payment method has not been charged (unless paying by PayPal). It is only charged when your order gets into the shipping stage. At this point, you can also work with our return department to return or exchange any items after you receive them. In all cases, a full refund is issued for cancelled orders as well as for unused, undamaged returned goods.

Shipping

How will my order be shipped, and what are the shipping costs?

We ship all orders with Canada Post which provides fast, reliable and tracked delivery to all addresses. A tracking number is emailed to you when your order is shipped, so you can follow it from our Toronto warehouse all the way to its destination.

We offer free shipping on every single order within Canada (some exceptions apply for very remote or hard to reach areas). The free shipping is by Canada Post Expedited Parcel for all products.

* Shipping to the USA are $9.99 for all orders. In rare cases, when an order is being shipped to a very remote area, additional shipping charges may be required. You will be informed about this by email and will have the chance to cancel your order in this case.

All parcel deliveries are insured against damage and loss and have a tracking number. If you're not at home when the delivery arrives then the delivery agent will usually leave a note and you can collect the package from your local Post Office.

Please note that the shipping times we show are estimates and can vary - delivery to some areas, especially in remote locations, can take longer than the usual shipping times shown, if any, on our website.

Once you have added all products that you would like to your shopping cart then click on the "Checkout" button in your shopping cart. You can pick any of the 3 checkout options in purple.

You'll be guided through 3 easy steps where you enter all necessary information (your billing and shipping address, email address etc), choose your shipping options, and choose how you would like to pay. On the final checkout page you'll see a summary of your order so that you can easily check all details of your order, and you can also add a message to us with any special instructions for processing your order in the "comments" box. It's that easy.

You can read more about each of the delivery options on the Canada Post website.

Where will my order ship from, and will I have to pay customs duties?

We ship all orders from our base in Toronto, ON, Canada. If you are within Canada, you will never have to pay customs duties on any items.

If we are shipping your order outside Canada then it is possible that customs duties, fees and/or other charges will be added by your local authorities. Please contact the local customs office in your country to inquire about this.

How quickly will I get my order, and how can I check the status?

We will normally process orders and ship in-stock products same day when ordered before 2 PM EST on weekdays. Orders on weekends or after 2 PM ship during the evenings or next business day. In certain circumstances, your order might ship in 1 - 3 business days.

You can track your order using the tracking number provided in the email. Simply go to Canada Post and click on the "Track" link to get started.

You can also login to your account at any time to check the status of your order. If you used the 'Guest Checkout' option, you can send us a quick message using the contact form to get up-to-date information on your order. Please note that we will always automatically update you about your order as it goes through our fulfillment process.

How are orders for out-of-stock items processed?

If you order out of stock products, we will ship them as soon as they are available. You will be sent an email after the order is placed indicating which items are out of stock, as well as details on when they will become available and an expected ship date.

What does it mean my item is back-ordered?

We try our best to insure that all items are in stock. If an item is not in stock, it is clearly marked as "Out of stock" on the item page. However, in rare circumstances, an item does become back-ordered (that is, you ordered it from the site but it is out of stock at the (warehouse). If that happens, we will email you immediately with details on the expected arrival and ship dates of the item and will keep you fully updated with all developments.

How do I check the status of my order?

You will receive an email automatically when your order is placed. This email has your order number and other relevant information in it. If you have an account with us, you can log-in and check your order status any time. If you used the 'Guest checkout' option and would like an immediate update on your order, simply drop us a line using the contact form. You can also email us at support crystallinejewel.com. Make sure to include your order number and use the same email you used when you placed your order.

How do I track my shipment?

You can check the status of your order any time by using the tracking number which we email you. All regular and sale items are shipped using Canada Post; you can track your order on Canada Post's website.

Also, if you have an account with us, you can always log in and get your tracking number and order status using the login links at the top of every page. We will email you when we receive your order, and again when we have shipped it, so you are always up to date while we're processing it. And of course we'll contact you should there be any delay or change to the availability of an item you ordered.

My Account

How do I create an account?

1) Click the "My Account / Order Status" link at the top right side of our site.

2) Enter your email address.

3) Select "I am a new customer".

Then simply follow the prompts to complete setting up your account. Your information is safe with us and is kept private, in accordance with our privacy policy. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the My Account / Order Status link at the top right hand side of our site to edit your account information.

I forgot my password.

Click the My Account / Order Status link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

Gift Certificates, Gift Wrapping & Coupons

How do I buy/redeem a gift certificate?

To purchase a gift certificate for someone, click here. If you are the recipient of a gift certificate and would like to redeem your gift certificate, click here.

All about our year round free gift wrapping

We provide free gift wrapping year round. Simply indicate in your order message that you would like to take advantage of our gift wrapping. Your order's items will be individually wrapped before being shipped.

How do I use a coupon?

After adding items to your cart, click the View Cart link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.

In some cases, the coupon button is provided at the checkout page.

Money Back Guarantee, Warranty & Returns

Our 30 day no questions money-back return guarantee

We want you to be completely happy with every aspect of our website, our service and the products you order. As part of our service, we offer a no-hassle, no-questions asked 30-day money back guarantee for every single product we sell.

If you are not 100% satisfied with any product, simply return it in its original packaging for a full refund, or exchange. Return shipping charges will be paid by the customer. Please note that due to hygienic and safety reasons, only unworn jewellery can be returned.

In case of exchanges, the exchanged item will be shipped with tracking as well, free of charge.

Do you charge restocking fees on returns (Hint: No)?

Unlike many shops and online retailers, we don't charge any restocking fees. As such, provided the product is still in new and unused condition and with all original packaging, we'll refund the full price as soon as we process your return.

Are shipping costs refunded if I return my order?

If we have made a mistake with your order and delivered a wrong, incomplete, or defective product, simply contact us and we will do our best to make it right. If your item qualified for free shipping, your full order total is refunded. For other paid shipping methods in Canada as well as for all shipping to the US, we are unable to provide a refund for the shipping costs.

How do I return a product?

At Crystalline Jewel, we want you to be fully satisfied with your purchase, including the buying experience as well as the actual items. If you are having a size problem, or if something is incorrect/missing in your order, simply contact us and we will do our best to make it right.

If would like to return an item for a full refund (excluding any extra shipping costs), start by filling out the form on the returns page. We will send you an RMA # as well as information on where to send the item for return processing. Refunds are generally issued within 3 - 5 business days of us receiving an item. Please note that refunds can take up to 10 business days to show up on your credit card after we issue it.

Details about our warranty

All items carry a 90 day warranty from the date of delivery. The date of delivery is quite simply the date when the item was delivered to you or picked up by you (in case a pick up card was left for you), as per our carrier's online tracking.

Our warranty covers product issues due to manufacturing or workmanship. Problems due to other reasons, like underwater use, improper care, etc. are not covered.

For most items, we simply require pictures of the issue to be emailed to us with your order number. Once the problem is verified (usually within 1 - 3 business day), we will send you a replacement or, if a replacement is unavailable, issue you a refund.

General Questions

Who are you - where can I find out more about the company?

We are a Canadian based company operating out of Toronto, ON. Crystalline Jewel has been in business since 2007. If you would like more information or have specific questions, check out our contact form, available here. If you would like to return something, start with the returns page.

Where can I read your Terms and Conditions?

You can find our Terms & Conditions here.

Where can I read your privacy policy?

You can find our Privacy Policy here.